Customer Service Representative

1 week ago

Rockford, Illinois, United States Midland States Bank Full time
{"Job Title": "Customer Care Specialist", "Job Summary": "At Midland States Bank, we're committed to creating a workplace where everyone can bring their whole selves to work each day. We're proud to be an Equal Opportunity and Affirmative Action employer. Our team is dedicated to providing exceptional customer service and ensuring that our customers receive the best possible experience.

**Key Responsibilities:**

* Provide quality customer service via the telephone, answering questions, resolving problems, and processing requests related to banking-related needs.
* Perform outbound courtesy calls to inform customers about related products and services.
* Understand and explain features and benefits of Midland States Bank's products and services to customers.
* Identify cross-sale/sales opportunities and refer to sales staff.
* Possess a solid understanding of fees and escalation procedures.
* Effectively use all systems to retrieve and maintain key account information, as well as to track and resolve problems relating to customer accounts.
* Provide high-level quality service by using excellent telephone etiquette.
* Responsible for taking and processing research requests, coordinating an appropriate solution by working with other departments, and delivering results to the customer within established timeframes.
* Make adjustments, corrections, and changes to records within defined authority, and/or escalate to the appropriate level for resolution using the authority matrix.
* Maintain a working understanding of, and comply with applicable banking regulations and policies.
* Meet service standard requirements provided by Customer Care Manager.
* Handle customer complaints and questions and determine whether additional manager input is needed.
* Proactively sell banking services and products to retail customers and prospects.
* Assist in the development and communication of procedures to promote understanding and consistency.
* Assist in the training of new members.
* Track and report key metrics as identified by the Manager.
* Assist Manager in identifying training-related needs for the team.
* Operating knowledge and utilization of contact center software; working knowledge of how to access and index recorded calls for review as needed.
* Prepare monthly schedule for review and approval by manager.
* Maintain compliance with all applicable regulations including, but not limited to, the Bank Secrecy Act (BSA).

**Requirements:**

* Associates Degree in a business-related field.
* Two or more years of customer service experience.
* The equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.

**Competencies:**

* Business insight.
* Cultivates innovation.
* Drives results.
* Makes sound decisions.
* Being a brand champion.
* Collaborates.
* Communicates effectively.
* Customer focus.
* Being Authentic.
* Emotional Intelligence.
* Self-development.
* Being flexible and adaptable.
* Bilingual Preferred, but not required.

**Equal Opportunity Employer:**

Midland States Bank is an Equal Opportunity Employer and welcomes applications from diverse candidates. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Midland States Bank Human Resources.

**Note:**

This job description does not constitute a contract for employment.

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